Scams Dispute Resolution Specialist – Hybrid

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Gold AWEI Accreditation 2025

Family friendly workplace

Job summary

Australian Financial Complaints Authority Limited seeks a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct scam transactions, assess conduct against SPF obligations, and reach fair outcomes through negotiation, conciliation, or preliminary assessments.

You will manage a caseload with a focus on trauma-informed, human-centred consumer engagement, escalating where needed and ensuring accurate, timely communications

Qualifications

• Experience in dispute resolution, complaint assessment, regulatory or comparable work.
• Strong investigative and analytical skills to weigh competing accounts.
• Ability to write clear, well-reasoned outcomes in plain English.
• Negotiation and conciliation skills for fair outcomes.
• Excellent trauma-informed communication with empathy and clarity.
• Understanding of multi-party complaints and scam typologies.
• Strong organisation and attention to detail across a varied caseload.
• Proficiency with case management systems and handling sensitive information.

Responsibilities

• Investigate and resolve scam complaints under the Scams Prevention Framework.
• Reconstruct the scam and transaction chronology to identify disputed issues.
• Obtain and assess information from parties, testing gaps and inconsistencies.
• Assess conduct against SPF obligations, codes, and AFCA Rules.
• Seek advice from senior leads and ensure fair process.
• Resolve complaints through negotiation and conciliation when possible.
• Prepare well-reasoned preliminary or merits assessments within delegation.
• Identify and refer potential systemic issues and risks.

Skills

Dispute resolution experience

Regulatory knowledge

Investigative skills

Analytical skills

Plain English communication

Negotiation and conciliation

Trauma-informed communication

Case management systems

Job description

Australian Financial Complaints Authority Limited seeks a Dispute Resolution Specialist to investigate and resolve scam complaints under the Scams Prevention Framework. You will reconstruct scam transactions, assess conduct against SPF obligations, and reach fair outcomes through negotiation, conciliation, or preliminary assessments.

You will manage a caseload with a focus on trauma-informed, human-centred consumer engagement, escalating where needed and ensuring accurate, timely communications